CareerFinders, on behalf of our client, a market-leading and rapidly expanding technology-driven provider of eMoney, Payments and Identity Verification solutions to clients across the globe, we are seeking to recruit a Merchant Relationship Agent to join their team based in Nicosia. The successful applicant will be responsible for building, strengthening and maintaining relationships with clients and be a key point of contact when new merchants go live with our clients technology. You will ideally hold approximately 5+ years of relevant professional experience within a Client Service role, ideally within the Financial Services and/or Payments industry. An outstanding level of written and spoken English is a must; knowledge of any other languages will be considered an advantage.

Key Duties/Responsibilities:

• Compliance with the Company’s policies and procedures, including audit requirements, confidentiality, AML/CTF, information security and data privacy of the Company’s customers and end users.
• Comply with procedures covering support and management of customers, including account settings and ongoing customer account support.
• Build and maintain lasting relationships with customers as the primary point of contact in the onboarding and integration process.
• Answer customer calls using various communication mediums as an active member of the support team, along with carrying out quality controls check regulatory, whilst being the escalation point for customers.
• Work closely with other internal teams to help deliver exceptional customer experiences.
• Produce regular reporting, including analyses of statistical data on query trends, peak times etc. and to record data based on customer pain points.
• Follow up improvements and resale notes and identify up-sale possibilities.
• Identify churn risks and additional revenue opportunities.
• Identify and execute improvements of internal processes and procedures.
• Perform product and feature demos, user training, and public facing webinars
• Personally, solve Tier 1technical issues and escalate issues to technical support and other internal teams as needed.

Key Skills/Experience:

• A relevant degree in economics, commerce, business, banking or similar is desirable.
• Approximately 5+ years of experience in Client Services, ideally within the Financial Services, Banking and/or Payments industry.
• Native English speaker preferred; other languages will be considered an advantage.
• Excellent customer service skills.
• Must be tech savvy.
• Strong written and verbal communications skills essential for this role.
• Possess outstanding presentation skills, interpersonal skills and be self-reliant, independent and willing to work and grow with the team.
• Confidence to speak and present product information in front of groups with ease.
• Willingness to travel, up to several days each month.
• Aptitude to work in a fast-paced environment.
• Flexibility for shifting customer support as part of a rotation.

To apply for this vacancy, please send your CV, along with any covering letter to jobs@careerfinders.com.cy quoting the reference number KAR5895. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.